Overview:
Central Maine Healthcare is an integrated healthcare delivery system serving 400,000 people living in central, western and Midcoast Maine. CMH’s hospital facilities include Central Maine Medical Center in Lewiston, Bridgton Hospital and Rumford Hospital. CMH also supports Central Maine Medical Group, a primary and specialty care practice organization. Other system services include the Central Maine Heart and Vascular Institute, a regional trauma program, LifeFlight of Maine’s southern Maine base, the Central Maine Comprehensive Cancer Center and other high-quality clinical services.
If you are passionate about making a difference and are looking for your next great career opportunity, we look forward to reviewing your application!
Responsibilities:
Position Summary:
The Manager of the Patient Service Contact Center (PSCC) is responsible for the strategic implementation
and management of a Patient Service Contact Center throughout the Central Maine Healthcare system. The
Manager works collaboratively with CMH Managers and Directors to ensure each Practice/Hospital
department is successful. The Manager must have the ability to report metrics, provide feedback, and provide
ongoing training and education for all staff. The Manager of PSCC serves in a key role to monitor and facilitate
improvement in the overall quality, timeliness, completeness, and accuracy of PSCC processes.
The position will provide overall management, evaluation and improvement of the PSCC operations and is

specifically responsible for the following:

• Scheduling
• Pre-Registration Services
• Pre-service collections
• Prior Authorizations
• Referrals
• Notice of Admission
• Data integrity
• Denial review process

It is critical that this position be highly effective in delivering the services described above and work
harmoniously with leaders and staff across the organization. Effectiveness will be measured in terms of
measurable results, commitment, staff engagement and customer satisfaction (at all levels)

Essential Duties:

• Provide and communicate key performance goals.
• Ensure development of staff to achieve optimum outcomes for accurate processes to include

scheduling and registration

• Ensure all compliance with operational goals are met
• Develop, monitor and manage operations providing statistical data on a weekly, monthly, and yearly

measure.

• Ensure development of metric report cards to quantify improvements in productivity, quality, and

service.

• Active participation in denial mitigation and revenue preservation activities.
• Actively participate in the overall goals of the Patient Service Contact Center to ensure these are in

sync with the goals of the Revenue Cycle and strategic goals of the organization.

• Manage staffing resources to ensure an accurate compliment of staff to support volume fluctuations.
• Ensure staffing levels remain within budgeted hours.
• Ensure effective communication and coordination with other functional areas to achieve desired

service levels – utilize rounding with all customers to provide on-site support and optimization.

• Participate in drafting and implementation of processes to improve overall performance of the team.
• Collaborate with Director and patient service leaders to ensure that PSCC processes are working

effectively.

• Monitor and support daily staff functions in all areas related to the scope of the Manager’s

responsibility.

• Ensure strong technology functionality to support all elements of the PSCC as it relates to revenue

cycle and interfaces with clinical and other operational areas.

• Assist with special analysis and projects as needed.
• Provide leadership to staff support at all entities within CMH.
• Assume other duties as assigned.

Technology:

• Seek and recommend new information technology solutions and or manual changes that support

departmental functions.

• Work collaboratively with departmental personnel to implement systems and process changes aimed

at improving performance.

Management Reporting and Monitoring:

• Review and analyze on-going PSCC KPI’s based on computer generated data and manual reports.
• Utilize work plans to monitor initiative and project goals, progress, and outcomes.

Human Resource Management:

• Responsible for the selection and development of all staff reporting under the Manager PSCC:

o Assists in ongoing educational and professional growth of all direct reports
o Facilitates staff growth in position expectations
o Assists in the provision of a comprehensive orientation and annual/ongoing competency
validation to assure proficiency in performing assigned tasks based on developmental needs
o Ensures staff compliance with hospital expectations
o Actively participates in counseling, documenting deficiencies and setting improvement
objectives; monitors and document progress on performance improvement plans
o Completes annual performance evaluations within specific time limits

o Supports all affiliated student programs

• Performance Management, will actively:

o Participate in staff evaluations
o Screening and hiring new staff
o Assist staff with goal-setting
o Implement continual performance development
o Monitor staff for fitness for duty

o Initiate corrective actions

• Staff Retention:

o Assesses staff satisfaction
o Working with the Director to implements strategies to address satisfaction issues and promote
retention

o Working with the Director to identify methods to reward and recognize staff

• Staffing needs

o Work with the Director in the evaluation of staffing patterns and needs
o Identify opportunities to matches staff competency with role expectations
o Manages human resources within scope of labor laws

Training & Education:

• Work collaboratively with staff to ensure consistency in patient experience.
• Work closely with operational managers to identify common areas of deficiencies assist with

improvement plan create training to correct the noted deficiencies.

• Establish goals with direct reports for organizational and personal development.

Professional Development:

• Review industry publications to maintain knowledge base and stay current on best practice solutions.
• Maintain current knowledge of regulatory compliance and insurance updates and changes as these

impact scheduling operations.

• Maintain certifications as applicable

Communication:

• Maintains awareness of verbal/ nonverbal communication in interactions with staff, other departments,

physicians (providers), patients, families and students

• Collaborates and communicates effectively with all members of the health care team; shares

information to ensure staff, physicians, and affected departments are aware of unit changes

• Maintains patient, staff and hospital confidentiality in all communication interactions: written, verbal,

electronic and digital

• Demonstrates ability to initiate and manage crucial conversations and coach leadership team/staff in

same; resolves and manages conflict

• Utilizes daily huddles to keep channels of communication open. Gives appropriate feedback in a

timely manner to questions and concerns.

Customer Service:

• Displays positive attitude. Treats others with honesty and respect. Speaks positively in all customer

interactions internal and external.

• Assesses customer service by reviewing and responding to patient satisfaction

Qualifications:

Education and Experience:

• Associate Degree preferred or Four (4) years progressive, relevant knowledge toward mastery in the

field accepted in lieu of degree, and

• Five (5) years of progressively responsible management level experience in a similar size and scope

organization or system in Revenue Cycle.

Knowledge, Skills and Abilities:

• Detailed knowledge of privacy and security regulations, confidentiality/HIPAA, payer

registration/authorization requirements, State Charity Care compliance, and MaineCare compliance

regulations.

• Working knowledge of Medical Terminology, Current Procedural Coding (CPT, HCPCS), Diagnostic

Coding (ICD-9, ICD-10).

• Expertise with regulations and accreditation standards, knowledge of specific state and federal

requirements and standards.

• Working knowledge of Medical Record, Access and Healthcare Application technology.
• Demonstrated experience in diagnosing, evaluating and developing corrective actions for problems in

operations.

• Able to effect collaborative alliances and promote teamwork.
• Ability to ensure a high level of employee, patient, and external stakeholder satisfaction.
• Effective organizational, planning, controlling, scheduling and project management abilities.
• Effective managerial and administrative abilities as applied to the management of multiple projects.
• Effective leadership abilities.
• Ability to positively influence change.
• Excellent communications skills, both oral and written.
• Demonstrated ability to work well with diverse people, excellent human relation skills.
• Flexible and able to react to ever changing priorities.
• Ability to engage patients and team members utilizing the CMH Experience Standards

i. I am creating a warming, caring, and non-judgmental environment
ii. I am actively listening and seeking information
iii. I am honest, truthful, and consistent
iv. I am respectful, treating all individuals with dignity and empathy
v. I am serving as a role model, taking both initiative and ownership when appropriate
vi. I am working collaboratively and demonstrating teamwork

vii. I am resilient and adapt to change in positive ways.

• Demonstrated ability to direct and triage in a highly fluid dynamic operational environment.
• Ability to collaborate with all layers of the management/ administration team.

Employment Status: Full Time Equal Employment Opportunity:
CMH actively promotes diversity in its workforce at all levels of the organization. We strive to create and maintain a setting where we celebrate cultural and other differences and consider them strengths of the organization. CMH is an equal opportunity workforce and no one shall discriminate against any individual with regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, genetic information or veteran status with respect to any offer, or term or condition, of employment. We make reasonable accommodations to the known physical and mental limitations of qualified individuals with disabilities.

specifically responsible for the following:

• Scheduling
• Pre-Registration Services
• Pre-service collections
• Prior Authorizations
• Referrals
• Notice of Admission
• Data integrity
• Denial review proces

Essential Duties:

• Provide and communicate key performance goals.
• Ensure development of staff to achieve optimum outcomes for accurate processes to includ